Finesse
Leisure Partnership is the operating name for Welwyn Hatfield
Leisure Ltd a not-for-profit organisation established in 2004
under the Industrial and Provident Society legislation, by
Welwyn Hatfield Council to manage and develop facilities and
services at five of their established health, fitness and
recreation centres in Welwyn Hatfield
The
centres are:
The Finesse
mission over the next five years is to build Finesse Leisure
Partnership so it is recognised as the market leader in
the provision of community based sports, leisure and cultural
services in the area.
Finesse
contacted Exchange Comms with a brief to streamline their
operation particularly in the area of telephone call handling
and allowing their customers an ability to self serve their
questions and queries.
The solution
was to install an Avaya IP Office and provide Finesse with
a single new number for all of their facilities. Once this
was in place an Avaya Voice Mail Pro was utilized to develop
an IVR to greet all callers and allowing them to confirm
opening times, check membership and Finesse card details
and have their call routed to the most appropriate member
of the Finesse team.
This has
massively reduced the number of lost calls and freed up
the reception staff to deal with the public within the facilities.
Steve
Sabey the Finesse technical manager is delighted with the
project which was completed within budget and timescales,
and has made a significant step in helping Finesse move
towards their mission of becoming market leader.
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